The Challenge
A global tax preparation company, a trusted ResultsCX partner for over 12 years, sought to expand its CXM operations by adding South Africa to its delivery footprint. The move was vital for business continuity, aimed at leveraging South Africa’s geographical proximity to key clients, robust infrastructure, and access to a highly skilled workforce. To succeed, the transition had to ensure that business as usual (BAU) operations remained unaffected without incurring significant overhead. Rather than a total relocation of services, the strategy focused on volume redistribution and vendor consolidation. By onboarding South Africa to absorb volume from a previous external vendor, ResultsCX became the sole CXM partner for the client’s financial services steady-state.
The Solution
ResultsCX took end-to-end ownership of the transition, ensuring a structured and efficient launch of CXM operations in South Africa.
- Expert-led knowledge transfer: Our SMEs from Manila were deployed to South Africa for six weeks to facilitate on-the-ground training and operational oversight, enabling the South African team to quickly ramp up while maintaining key performance metrics.
- Dual-shore efficiency for the client: The Philippines and South Africa now share the same Line of Business (LOB). This allows for a balanced volume split that preserves the Philippines’ established expertise while leveraging South Africa’s geographical advantages. ResultsCX managed the heavy lifting, allowing the client to focus on core business priorities without disruption.
The Customer
A global leader in tax preparation and financial services. Utilizing a multi-channel approach, the organization offers professional tax filing through a vast network of retail locations, as well as digital solutions including DIY software and virtual expert assistance. Beyond tax compliance, the firm empowers small business owners with integrated bookkeeping, payroll, and formation services.
